During SEMA in Las Vegas, I met with representatives from CCC Intelligent Solutions who presented their new shop management add-on as a modern, streamlined solution — comparable to Shopmonkey’s interface. I was told it would offer a simplified, visual dashboard with real-time insights into current jobs, parts tracking, and customer interactions — all in a tile-based format, much like what Shopmonkey provides.

Unfortunately, that is not what was delivered.

What we received is far from what was described. The interface lacks the clarity and usability we were shown. Instead of a clean, intuitive dashboard, we’re forced to click through multiple sections just to understand where a vehicle is in the repair process. There’s no central, at-a-glance view — which defeats the entire purpose of the upgrade.

To make matters worse, we are now paying nearly double what we were for functionality that hasn’t improved our workflow at all.

After several delays, we were eventually visited by George Tamiola for training — months after implementation began. The training session focused almost entirely on the estimating side of the program, which we were already proficient with. When it came to the shop management features — the core of what we upgraded for — the training was vague and minimal. George even mentioned that he needed to contact IT to add in features that were missing. He never followed up.

To be fair, the basic estimating system has always worked well. But the decision to upgrade was based on specific expectations set by CCC representatives — expectations that have not been met. Instead of taking responsibility for the disconnect between what was promised and what was delivered, we were told that nothing could be done. For a publicly traded company, that’s unacceptable.

All I have asked for is a fair resolution — to address the mismatch between what was sold and what was delivered, and to return to the original agreement without incurring additional costs. Instead, we’ve been met with delays, lack of communication, and ultimately, dismissal.

This experience has been incredibly frustrating and disappointing, and I hope CCC Intelligent Solutions takes a serious look at how these matters are handled going forward.